Source · Select Committees · Work and Pensions Committee
Recommendation 27
27
Accepted
Jobcentre environments often lack accessibility and welcome, undermining efforts to support claimants.
Conclusion
Jobcentres are not places that people want to go to. They are often run-down and lack basic facilities, including accessibility features. An intimidating security presence can create additional barriers for some. It will be important that when people walk through the door of the new service, it does not look and feel similar to now. Such an outcome would undermine what DWP is trying to achieve and be a missed opportunity. (Conclusion, Paragraph 130)
Government Response Summary
The government accepts the observation, committing to transform Jobcentre spaces through capital investment and the Workplace Transformation Programme. They are creating Innovation Hubs to test new designs and improve customer experience, aiming to make Jobcentres more welcoming.
Government Response
Accepted
HM Government
Accepted
Accept Through capital investment, DWP is committed to transforming our Jobcentre spaces so that our physical infrastructure is adaptable and responsive to the needs of our customers, colleagues, and local and national partners. The Workplace Transformation Programme is centred on maximising the value of our workspaces, reducing surplus capacity, and improving the conditions in which our services are delivered. Capital investment enables us to create adaptable environments that address barriers to engagement. Subject to trialling, this includes spaces that support the development of service delivery models that extend beyond DWP and reflect the importance of partner services in addressing customer challenges and barriers to work. We have created Innovation Hubs in four existing Jobcentres to test changes and inform plans for investment in updated Jobcentre design, helping us to decide how we focus limited funding to achieve maximum effect. The hubs are located across Great Britain in: • Worsley (North-West England) • East Kilbride (Scotland) • Stratford (London) • Porthcawl (Wales) Changes include: • Flexible spaces that can be changed easily to allow DWP teams and local partners to work together. They can be adapted to suit local needs and provide services that directly support our customers. • Digitally enabled spaces, customer tech bar with devices supporting self-service, coaching building digital confidence, and multi-functional hub with video conferences facilities. • New front of house areas to support a trauma informed approach – with calming biophilic design and clear signage enabling navigation and increased self-service. • Enhanced Welcome and Triage, a Welcome point supporting customer orientation on arrival where designated colleague(s) meet and greet customers with scheduled appointments and unscheduled queries/footfall. • Dedicated quiet and customer waiting areas, alongside redesigned work coach desks with built in acoustic panels providing privacy to build trust. • Digital screens inside and outside the buildings show clear, up to date information on local and national services. This helps customers to stay informed and find what they need easily. DWP is also implementing a comprehensive asset management strategy informed by the Office for Government Property’s Whole Life Asset Management Tool. Other factors considered in our investment choices include customer demographics, cost, and modern design standards.